Technical Support Lead

Voizworks

JOB DESCRIPTION

Tech Support engineer_Sprinkler Process

Designation: Tech support Lead

Department:Customer Support

Job Type: Full-time

Experience : 1yr

What Youll Be Doing

Provides answers to clients via phone, email & client site visit by identifying problems; researching answers; guiding the client through corrective steps

Improves client references by writing and maintaining documentation.

Participates in client training programs by identifying learning issues.

Accommodates client disabilities by recommending techniques.

Improves system performance by identifying problems; recommending changes.

Ensure customer inquiries are responded to within established timeframes and

customer care & technical support service levels are achieved.

Solve basic common customer problems in real-time. If required via remote access

to the clients system.

Live Customer interaction for resolving the product problems

Data communication/networking troubleshooting

Identifying Ozonetel product problems and escalating it to the next level if it is

complex.

Production critical issues need to escalate to the next level.

Resolve incidents in a timely manner as per SLAs.

Provide guidance, assistance, and mentoring support to junior team members.

Keep a track of pending issues at the individual level & share periodic updates to

customers.

Skills and Qualifications:

Knowledge in IP PBX & Contact Center solutions (IVR, ACD, Softphone, WebRTC..etc.).

Excellent Communication in English & Hindi (verbal & written) as well as strong listening skills.

Must have knowledge of Microsoft Windows & Linux Operating systems

Good understanding on LAN, WAN Networking, and telecom products (PRI, SIP trunk, ILL).

Experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.

Ability to logically troubleshoot issues to determine the root cause and present suggested workarounds and solutions.

Proven call centre support exp

Experience : 1 - 7 Years

No. of Openings : 10

Education : Diploma, Any Bachelor Degree

Role : Tech Support Engineer

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : [ Male / Female ]

Job Country : India